Gartner Research

Market Focus: Benchmarking Hardware Service Operations, North America, 2004

Published: 08 November 2004

ID: G00124679

Analyst(s): Eric Rocco


A survey of 20 North American hardware support providers that service the desktop/LAN and data center environments identifies key hardware service performance and financial benchmarks.

Table Of Contents
  • Executive Summary
    • Introduction
    • Major Findings
  • Research Methodology
  • Hardware Support Center Metrics
    • Remote Call Resolution Rate
    • Average Hold Time
    • Embedded Support Tool Call Submittal Rate
    • Electronic Call Submission Rate
  • On-Site Hardware Service Benchmarks
    • First On-Site Call Resolution Rate
    • FE On-Site Arrival Time
    • Average Total Repair Time
    • Average Total Resolution Time
    • Percentage of Time On-Site Response Meets/Exceeds Warranty of Contract Terms
  • Field Engineer Use Benchmarks
    • On-Site Hardware Service Calls per Day
    • The "Hands On" Problem Resolution Rate
    • Average FE Travel Time
    • Average FE Turnover Rate
    • Percentage of FEs Dedicated to Specific Customer Sites
    • Average Hours of Paid FE Overtime per Workweek
    • Percentage of Workforce That Is Contracted and Variable
    • Number of PCs/Servers Covered by a Dedicated On-Site FE
  • Parts/Logistics Benchmarks
    • Hardware Service Calls That Require Parts
    • Parts Availability Within Warranty/Contract Terms
    • Same-Day Parts Availability
    • Average Cost of a Part Used in PC Repair
  • Selected Hardware Service Financial Benchmarks
    • Gross Margins
    • Hardware Service Revenue per FE
    • Spending on Marketing and Sales
    • Average Cost per On-Site Service Call
    • Average Cost per Remote Support Incident
    • Contract Renewal Rates
    • Asset Value of Parts
    • Hardware Services Costs Breakdown
  • Tracking Industry Performance Over Time
  • Recommendations
  • Glossary of Terms

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